Quality in Customer Service

1. What is meant by the term ‘quality’ when referring to customer service?

Customer service can be defined as the act of taking care of needs of customers by providing and delivering professional and helpful, high quality service and assistance before, during and after the customer’s requirement is met. However as referring to term quality for the customer service. They should meet the following criteria.

• Meeting ethical standards for example treating them with respect, giving honest information and handling their complaints fairly and promptly.
• Advices on appropriate goods and service to meet their needs
• Provides quality product and service
• Provides quick delivery

1. List six common service standards for the provision of the quality customer service in the retail environment.

Providing quality customer service for the retail industry is very crucial for the success of the business as there are lots of competitions in this market. So, providing quality customer service is very essential for the sustainability of the business. Here are the four six common service standards for the provision of quality of customer service

1.  Speed standards. Quick customer service is very essential in customer service for their convenience. Speed is also considered for one of the factors for the customer satisfaction. People do not want spend more time queue
2. Accessibility standards. Customer who bought your product and later found the issue must not be getting trouble to reach the service that’s why accessibility is referred as so advanced that it brushes proactivity.
3. Friendliness standards. Being nice to your customer is one fundamental factor for providing good customer service. This makes customer more loyal to you

1. Outline two best practice approaches to customer service in a retail environment.

Approaching to customer is also part of customer service. Approaching in good manner can make customer loyalty to the shop.

1. Approaching a customer in store: approaching customer in store should be polite, easy going so that customer is not embarrassed or afraid. Good morning, good afternoon, or good evening should be first word from your mouth while approaching in customer in the floor. You can say how can I help you sir or madam. Direct approach also can be done. When customer seems to confused in aisle. Approach should be friendly manner.

1. Explain how equal employment opportunity legislation may affect the provision of the customer service?

Equal employment opportunity legislation in Australia is considered to the standard that all people despite of gender, race, age disability etc all they have right to be fairly considered for a job and job benefits. Equal employment opportunity in workplace increase the chance of the finding right talent, improve business culture and reputation, it can also boost productivity and innovations. Equal employment opportunity legislation can also affect provision of customer service. Hiring Asian Back group people in customer service in Australian retail shops may not know the work culture as Australian knows and they may not provide quality customer service as native. On other hand lower age group people may not have tolerance capacity of handling complaints in comparison to older age group people

Question 5. Explain how antidiscrimination legislation may affect the delivery of customer

All the business all round Australia are under the circumstance of two important parts of legislation which make sure that customers are not victims of racial discrimination in the provision of goods and services in all the industries such as retails, hospitalities, finances and housing.

Question 6 what is objective of competition and consumer Act 2010?

The main purpose of competition and consume Act 2010 is to give business a fair and competitive operating environment. It also covers relationship between suppliers, wholesales, retailers and consumers. The main purpose of the Act is to enhance the Australian by promoting fair trading and competition and through the provision of consumer protections. Besides this, this also covers

• Safety of product and labelling
• Unhealthy market practices
• Monitoring of price
• Codes of industry
• Industry regulations airports, electricity gas, telecommunications
• Mergers and acquisitions

Questions 7 list the three of the national privacy principles that may impact the delivery of customer service and for each one, explain how they may impact customer interactions

There are 13 national Privacy Principles in the schedule of the Privacy Act 1988 Privacy ACT that regulate how the large corporations, small business or non-government organisation handle the personal information

1. open and transparent management of personal information
2. Use or disclosure of personal information
3. Security of personal information

b. use of disclosure of personal

any business or organisation in Australia are not permitted to use or disclosure of personal information or data for any purpose.in today’s world, technology has been able to secure customers personal information very securely. However, in Bizop’s enterprise, customer have complained that their personal information has been exploited which has decreased in the number of customers. Disclosing the customer can effectively dissatisfy the customers and not willing to come again.

Question 8 outline how industrial relations legislation may impact an organisation ability to deliver quality

Industrial relations can be said as the management or work-related obligations and entitlements between employers and their employees. These legislations also say that how employee should be remunerated for providing customers services, qualifications and licences employees must have for the working hours and employment conditions.

Question 9 explain how workplace health and safety legislation affect the customer service.

Work health and safety (WHS) often referred to an Occupational Health and Safety (OH&S) involves the assessment and mitigation of risks that may impact the health and safety or welfare to everyone who are in the workplace. WHS include health and safety of your customers, employee, visitor, contractors, volunteers, and suppliers. Creating a safe work environment reduces staff turnover, increases productivity of employees, reduces the injury and illness in the workplace and also reduce the cost of the injury and worker’s compensation.

...